Use Entitlements with Work Orders

Learning Objectives

After completing this unit, you’ll be able to:
  • Describe the purpose of work orders.
  • Explain the differences between using entitlements for cases and work orders.

Introduction to Work Orders

Ursa Major uses work orders to track the work it needs to perform on its customers’ products. Work orders are managed using a feature called Field Service. Ursa Major uses SLAs to determine what work each of their customers is entitled to, just like they do for case resolution. For example, DreamHouse Realty is entitled to emergency repairs within 48 hours of a solar panel mishap.

Ursa Major also uses work types, templates that save time and make it easier to standardize field service work. For now, it uses two basic work types: scheduled maintenance and emergency repairs . When Ursa Major creates a work order using a work type, it automatically fills in some key information such as the estimated duration of the work, required skills for the service crew, and required products to complete the work. This automation saves Ursa Major’s team time—time they can spend helping customers and squeezing in a few coffee breaks!

There are a couple things to keep in mind about using entitlements with work orders.
  • Entitlement processes only run on records that match their type—so you can’t use the same entitlement process for cases and work orders. Ursa Major uses entitlement processes, so it needs to manage its customers’ cases and work orders on different entitlements.
  • The Object Milestones related list on work orders doesn’t have the same fields as it does on cases.

Because work orders are part of Field Service, Maria has to enable Field Service in her Salesforce org before she can start using them.

  1. Enable Field Service.

    1. From Setup, enter Field Service in the Quick Find box, then select Field Service Settings.
    2. Click the toggle button to enable Field Service.

  2. Edit the Work Order layout.

    1. From the Object Manager, enter Work Order in the Quick Find box, and select Work Order.
    2. Select Page Layouts | Work Order Layout.
    3. Click and drag the Duration field into the Information section.
    4. Click and drag the Work Type and Milestone Status fields into the Description section.
    5. Click Save.

Now Maria is on her way to becoming a work order expert.

Set Up Entitlements for Work Orders

Next, Maria has to create a few new record types in preparation for any potential solar panel emergencies that DreamHouse Realty can have. Hope for the best, prepare for the worst, right? It’s similar to what she did for its Standard Phone Support entitlement, just with a few different steps. She logs in to Salesforce and gets started.

  1. Create a work type.

    • In the App Launcher, enter Work Types in the search bar, then select Work Types.
    • Click New.
    • Enter the following details:
      • Work Type Name: Emergency Repairs
      • Estimated Duration: 4.00
    • Leave the rest of the fields as is, and click Save.

  2. Create a new entitlement for work orders.

    • In the App Launcher, enter Entitlements in the search bar, then select Entitlements.
    • Click New.
    • Enter the following details:
      • Entitlement Name: Emergency Repairs
      • Type: None
      • Account Name: DreamHouse Realty
      • Start date: Today’s date
      • End date: 1 year from today
    • Leave the rest of the field blank, and click Save.

  3. Create an entitlement process for work orders.

    • From Setup, enter Entitlement Processes in the Quick Find box, then select Entitlement Processes under Entitlement Management.
    • Click New Entitlement Process.
    • Select Work Order.
    • Name your process Emergency Repairs, and enter the description: Perform emergency repairs for customers.
    • Select Active. Note: If you were going to add milestones to this entitlement process, you wouldn’t activate it yet.
    • If you’d like, select a business hours option.
    • Leave the other fields as is, and click Save.

  4. Apply the entitlement process to your entitlement.

    • In the App Launcher, type Entitlements in the search bar, then select Entitlements.
    • Select the Emergency Repairs entitlement.
    • Edit the entitlement. In the Entitlement Process field, use the lookup to select your Emergency Repairs process.
    • Click Save.

Maria has laid the groundwork for DreamHouse Realty to get top-notch service if its solar panels need emergency repairs. She can go back later and fill in more details—like entitlement templates and milestones—but for now, her work is done.

Apply an Entitlement to a Work Order

Six months after DreamHouse Realty has its solar panels installed, a hail storm rolls in and damages two panels. Ada, the trusty customer support superstar, takes the call. Using the entitlement that Maria set up, she quickly creates a work order for an emergency repair.

  1. In the App Launcher, type Work Orders in the search bar, then select Work Orders.

  2. Click New.

  3. Enter the following details:

    • Priority: High
    • Asset: DreamHouse Realty Solar Panel
    • Account: DreamHouse Realty
    • Entitlement: Emergency Repairs
    • Subject: Damaged Solar Panels
    • Description: Repair two solar panels damaged during hail storm

  4. Click Save.

  5. On the record detail page, under Description, click The edit icon next to Work Type.

  6. Under Work Type, select Emergency Repairs.

  7. Click Save.

Now that Ada has created a work order to repair DreamHouse Realty’s damaged solar panels, how does that work get done? Well, Ursa Major creates a service appointment from that work order. It uses the power of the Field Service dispatcher’s console to schedule the service appointment, and voila! A handy service crew is dispatched to work on the repair within 48 hours.

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